Complaints

This profile includes complaints for CMG Financial's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  CMG Financial

  3160 Crow Canyon Road San Ramon, CA 94583

• 

  CMG Financial

  5199 Johnson Dr # 110 Pleasanton, CA 94588-3343

• 

  CMG Financial

  5 Financial Plaza, Ste 119 Napa, CA 94558

• 

  CMC Mortgage, Inc.

  147 Center St Fl 1 Middleboro, MA 02346

• 

  CMC Mortgage, Inc.

  189A State St Bangor, ME 04401

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:01/17/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have had a mortgage with CMG for 3 years. I recently received a non-voluntary assignment (military) and decided to sell my home. Have a VA mortgage that is assumable. I have been in the process of selling this home through the assumption process to a Veteran, since June 30th, 2023. (Currently Jan 16, ****). The assumption department only allows you to send emails and leave messages. 9/10 I never get a response back. When I do get a response, its the same pre-determined vague response that this process takes a long time. I was originally told the ***** process would be 120 days total. Now that are telling me that the start of the assumption process could take 120 days, and then ANOTHER 120-days for underwriting.

  Business Response

  Date: 01/23/2024

  Good afternoon BBB,

  Please see the attached draft response and supporting documentation in reference to this matter.

  Thank you

  Customer Answer

  Date: 01/23/2024

   
  Complaint: 21161049
  
  I am rejecting this response because:

  I was not provided the documents that reveal the information stated in the attached letter from CMG. I attempted to call CMG back (***** in the ********************************* multiple times, leaving messages each time. After 7 calls today, I finally got my call answered. After verifying my personal information to access my account information, I was first told that the assumption was denied. Then I was provide vague details on what was happening and that she didnt have all the details because the ********************* doesnt post all of the details.  I requested that the ********************** request details on where we are in the process and how much longer we can expect this to go on, and send that information back to me. This phone call just happened this afternoon and I am still awaiting the details.  As stated in the original complaint, we were told the ***** process could be 120 days. They increased that to 180 days about 100 days into the process. As of today, we are at 210 days.  
  

  I would like clear details on the remaining process, and a date I can expect us to complete the process and close on the home  

  
  Sincerely,
  
  ***********************

  Customer Answer

  Date: 01/24/2024

  To whom it may concern:

   

   

  CMG recently added a letter to this complaint, stating that they called, left a message and didn't see any issues. 

   

  I tried to call ***** back right after noticing I missed her call, and she did not answer. I called again, still no answer. 

   

  I had to call today 7 times, the last three being back-to-back and she finally answered. When I told her who I was, she seemed flustered. First, she told me that the assumption was denied. When I questioned it, she back-pedaled and stated that she confused my account with someone else's; even after asking me to verify my personal information to access my account. 

   

  She then proceeded to tell me that she can't give me many details on the assumption process, but could tell that it has been moved back to the processing department. I requested that she ask for further information and details regarding where we are in the process, and provide that information to me because the assumption department does not return calls/messages. 

   

   

  I would like to keep this complaint open and active until CMG can complete the process that they started nearly 8 months ago.

   

  Thanks in advance. 

   

  Respectfully, 

   

  ***********************

  ************ 

• Initial Complaint

  Date:12/31/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  CMG did not make the 2nd installment on my real estate taxes. I made many phone calls and was continuously told that they didnt know why the pmt was not made. Finally I was informed by **** that our pmt was wired to the courthouse on Dec ***** ahead of the 21 Dec penalty deadline. Today is Dec 30 and the pmt still has not been made. We finally borrowed the $2,630.26 (+ $15 for money order) and made the pmt ourselves before our property went to tax sale. Subsequent calls have been made in which different CMG employees have told us that it shows our pmt was released but they cannot see what happened to it from there. Each person (approximately 10 people) that I have spoken with at CMG cannot give me an answer why this happened, where my pmt was sent to, or most importantly when I can get reimbursed for making the pmt myself. Each conversation I have had to ask the employee not to have an attitude with me and just provide accurate answers. In addition I have been told I would receive a call back (yesterday was the latest) but it has not happened. At this point I do not require an apology, I just need my money reimbursed so I can pay it back to the person that loaned it to me, and assurance that this mess does not happen in the future.

  Business Response

  Date: 01/25/2024

  Good afternoon BBB,

  Please see the attached draft response and supporting documentation in reference to this matter.

   Thank you

  Customer Answer

  Date: 01/26/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:12/29/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Loan# ****; Origination: Aug 2021 Property: ******************************************************************* Primary borrower: *********************** (my husband); Co-borrower: ********************* (myself)My husband ******* was not well for some time and I dont know how the autopay stopped. ******* was managing the mortgage account and I didn't have access to it. We never received any call/text/email from CMG about the missed payment. Only when the 3rd party credit monitoring agency notified us of our impacted credit scores early Sep, we got to know. ****** should be reaching out to borrowers if a payment is missed and not wait indefinitely and then report to credit bureaus. This is unfair business practice. I also noticed there is no place to add email/phone/ address in the mortgage account portal (screenshot attached). This is definitely not how a mortgage portal should operate. ******* spoke to CMG right away and he was assured that they will take the necessary steps once after the account is current and the subsequent month's payment went through. Customer rep promised to reverse the late fees as well. Meanwhile I sent an email via the Mortgage portal (email communications attached). The email reply seemed to bear no connection with what the other rep promised earlier. The reply was to dispute directly with credit bureaus or mail/fax CMG with copies of credit reports identifying the error. We sensed a disconnect in the system. Regardless, we disputed it directly from 3 credit bureaus on 9/25/2023. Each credit report was 60+ pages. So 3 credit reports for 2 people is 360+ pages which is a lot to mail/fax. Obviously the customer rep didn't think through when the options were proposed. I then emailed CMG requesting them to take initiation to fix it from their end rather than asking us to go through labor intensive approaches, given (a) CMG never contacted us about the missed payment (unfair), (b) mortgage portal doesn't have any place for phone/email/address (unfair), (c) mailing/faxing 360+ pages is impossible, (d) our lives are busy with a special needs child. CMG replied that we provide written request with wet signature which we fulfilled (attached). The credit bureaus informed us on 10/17/23 that the dispute results are negative. When followed up, CMG confirmed the same. Clearly, this is not the expected result when a wet signature letter was sought. It was clear CMG's system is disconnected. It's highly possible the staff who denied the dispute from credit bureaus are disconnected from the staff who requested the wet signature letter and the two didn't link the story together. Its unfair that we pay a price for CMG's inefficient system and unfair practice. We think, the 2 parallel routes that we took listening to 2 different customer reps (wet signature letter, disputing directly from credit bureaus) acted against on us, which is unfair. I would like to draw your attention to CMG's mortgage statement (attached) and screenshot of payment history page (attached) to prove that their staff/system has serious deficiencies and borrowers like us are paying serious price. There are 3 unidentified charges (escrow advance, late charge, other fees) listed in the statement, but online portal lists only the escrow advance. The customer rep was not able to explain clearly what the escrow advance is for, when the loan doesn't have any escrow account (email communication attached). The payment history page (attached) shows 2 late charge reversals, one with negative sign and another without negative sign. Had CMG's system been efficient, we would have received a call/email/letter before the payment could go **************************************************************************************** when we disputed it from credit bureaus. They couldn't fix it at 3 different gates and still think they are following fair business practice. Our credit scores have been excellent until recently with no derogatory remarks or missed payments (FICO scores 760+). This late payment reporting ruined our scores. I kindly request that BBB intervene and help us out (remove missed payments from credit files).Thank you very much ******

  Business Response

  Date: 01/09/2024

  Good afternoon BBB,

  Please see the attached draft response and supporting documentation in reference to this matter.

  Thank you

  Customer Answer

  Date: 01/15/2024

   
  Complaint: 21070145
  
  I am rejecting this response because: (a) We never received any mail or phone calls about the missed payment from ***, contrary to what they are claiming. Can they furnish proof of these claims? (2) their mortgage portal doesn't list our contact address/phone/email and does not have option to update any of these. How are they expecting us to notify them of change in contact details when we can't see our personal profile in the mortgage portal? This is unfair and fraud business practice (3) Why *** waived only one late fee, when there are 2 line items with late fee reversal note/remark (one with negative sign and one without).  Why second late fee reversal didn't show negative sign? This is fraud. (4) If late-payment is solely our mistake as claimed in the BBB response of the business, why *** bothered to reverse even one late fee at the first place? It was reversed because the first consultant who spoke promised to fix the missed payment reporting and remove all of the late fees. (5) Both my husband (*******) and I (******) are on the loan. My husband had fallen ill during the missed payment period that he was not checking his bank accounts. Had he checked his bank accounts, he would have caught it. Has *** made any efforts to contact me (******)? Do they have my details in the system? What mistake did I do that my credit score is ruined? How am I to be penalized? (6) *** is unable to understand if they don't follow fair business practices including checks and balances that could help the customer not miss a payment by 30 days and hence help prevent reporting to credit bureaus and prevent ruining their credit score, when the customer is genuinely interested in making on-time payments, they failed as a business and their practice should be questioned, analyzed, and fixed. (7) It is inhuman for a business to stick with just the end result (missed payment) without trying to understand the root causes and whether the low quality /low budget business practice contributed to failing the customer when the customer is genuinely interested in making on- time payments. To me, it looks like the business is running on low budget and customers are paying a price for it. The business doesn't seem to understand they have the option to resolve this case outside BBB directly helping the customer without any explanation given to ******************** other than providing a statement to BBB "case resolved directly with customer outside ********************". It appears like *** doesn't know this option and they are taking the matter as some sort of ego issue and fighting back hard in-order to keep up the previous stand.  If this is not resolved at BBB level, we will be escalating the issue to both the **** (******** Financial ****************** as well as the FTC's ************************** ****** of ******** Protection. I am sure they will question *** why the mortgage portal doesn't have personal profile page?, why one late fee reversal showed  minus sign and second did not?, Why the *** rep asked the customer to mail/fax 320+ page credit report marking the missed payment without thinking through the labor intensiveness of the approach and whether such approach is value added? Is *** running with inexperienced/under skill staff (staff lacking the necessary skills to do their job) on low budget and customers are paying a price? why *** didn't contact the spouse when they did not hear back from primary borrower? Why ***'s mortgage portal doesn't have options to list contact details of both borrowers? etc. etc. Skeletons will be dug out during the investigation process. If they decide the business practice needs to be fixed, then I am confident we will be given justice as part of it.
  
  Sincerely,
  
  *********************

  Customer Answer

  Date: 02/06/2024

  This is strange that I received such a response from BBB that CMG denied fixing our credits, when a CMG consultant spoke to my husband *********************** 2 weeks ago (week of 1/22, when I was out of state),  promising that they will submit the request to credit bureaus to remove the missed payments from our file. 

  
  Can you please reach out to CMG and get clarification on the contrary statements given to BBB and to my husband ***********************? BBB delivered the negative news to me on 1/31, whereas CMG promised my husband of the positive action (submitting the request to credit bureaus for removal of missed payments) the week of 1/22. What had happened within a week's time?

  
  I sent CMG an email a few days ago asking for clarification and they replied they are researching the matter. I haven't heard back after that.

  
  Both my husband and I had a lot of money in our bank accounts at the time of missed payments. We can provide bank statements as supporting evidence. We didn't cancel ACH.

  I never received calls/letters of the missed payments. My husband was not well during that time and he wasn't checking his bank account (as a result of payments not going, his account piled up on money). I am a co-borrower and I should be contacted if CMG couldn't get in touch with my husband. CMG's mortgage portal does not have a place to provide contact details. How are we supposed to notify CMG of our updated contact details? 

  
  Are businesses deliberately failing the customers during this post Covid era (with all the inflation and people holding onto their money) to retain business?

  Is CMG doing this thinking we may leave them and refinance with other mortgage companies? By deliberately planting fail traps, they get to keep the customers? With our lower credit scores and missed payments, we can't go to other mortgage banks for refinancing. I am thinking wild, seeing the strange behavior of the business CMG.

  
  Please help us out here ***. Can you please reopen the case and provide my above response?

  My surprise is because ******* was promised by CMG that they will try to fix the issue and then after a week we hear a negative outcome from BBB (and not from CMG). I sense some disconnect here. Is the staff at CMG disconnected like I assumed previously? The staff assigned to research the BBB complaint is not in cross communication with the staff who promised a positive action to *******?

  
  Thank you very much, and please let me know.

  
  Regards,

  ******

  Customer Answer

  Date: 02/09/2024

  Please see the attached

  Can you please forward the below text and attached bank statements to CMG and confirm? 

  
  I am attaching my husband *******'s bank statements covering the period May - October 2023, of the account that is used to make the mortgage payments to CMG. You can see the payments went through for Apr and May and did not go through during June, July, and August due to Autopay failure. All 3 missed payments + Sept payment were paid together on Sept 07. You can see the balance in the account was ~$17k by the end of May and increased to ~$29k by the end of August. The account piled up on money when the payments were not going through from the direct deposit of his employment paychecks.

  
  My husband did not cancel the Autopay. After the 3rd party credit monitoring agency alerted me of my lower credit score, it was when I alerted my husband and we reviewed everything and realized the missed payments. Immediately we swung into action and paid-up all missed payments altogether on 9/07/23 (approx $13k). My husband was not well during the missed payments' time and so he wasn't checking his bank account. ****, he would have noticed the money piling up and investigated.

  
  CMG never got in touch with my husband or me (both of us are on the loan) to alert us on the missed payments. CMG's portal doesn't have an option to update our contact details. 

  
  We have a total of 5 mortgage loans and one Tesla auto loan. None of the other loans have any missed/late payments. We can furnish evidence of our credit reports showing the only negative remark on both of our credit files is CMG's late payments (one 30-day late reported for July 2023, one 60-day late reported for August 2023). Each credit report is of 60+ pages. 

  
  Thanks
  ******

  Business Response

  Date: 02/16/2024

  Good Afternoon BBB,

  Please note that our last response was final as no new information was presented.

  Thanks,

   

   

  Customer Answer

  Date: 02/21/2024

  Please see the attached

  
  Yes, I am presenting new information. Greatly appreciate it if you could send this message and attachment to CMG as one final attempt!

  
  __________________________________

  
  Dear CMG,
  
  I am attaching proof of our (****** and *******) ************** in the amount of approx $490k, and copies of our credit reports showing the only negative remark of all credit activities including 5 mortgage loans + 1 auto loan is that of CMG's. You can understand how disciplined we are with money & loan management. 

  
  Here is the breakdown of our reserve funds: 

  ******'s ********** Cash at the time of missed payments: $39k

  Santosh's ********** Cash at the time of missed payments: $30k

  Amisha's 401K+IRA+Brokerage Funds: $242k

  Santosh's 401k Funds: $175k

  Total Combined Cash = $487k

  
  We are responsible borrowers. After noticing what had happened, I moved the payment account from *******'s Chase Account to my Chase account since I check all of my financial accounts regularly and I am a very healthy person. ******* has a couple concerning health issues, and when he falls ill, he doesn't check his financial accounts. 

  
  Also, may I request that CMG's mortgage portal contain a link to update our contact details? That way, you can get hold of us easily for any concerning matters. 

  
  Thank you very much, and I look forward to your kindness extended to this hard-working, responsible, and accountable family of 5 (2 parents + 3 kids)! 

  
  Regards, ******

  
  Attachment: Proof of reserve funds of approx $490k + Copies of our credit reports
  ___________________________________

  
  Thank you very much for your help ***! Please let me know after you forwarded my message + attachment to CMG.

  
  Regards,

  ******

  Business Response

  Date: 02/26/2024

  Upon review of the additional information provided, it does not change our response. 

  Our response is final.
  

  Customer Answer

  Date: 02/26/2024

  We have 1X30 days late in July and 1X60 days late in August on our credit files. It would help us tremendously if CMG could reverse the 1X60 days late in August. CMG waived one late fee. Could this waiver be applied to reversing the 1X60 days late in August? Thank you very much in advance.

  
  Regards,

  ******

• Initial Complaint

  Date:12/28/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We paid off our home loan with this company and were told incorrect information over and over and over again in reference to the amount we would be receiving back after the payoff processed. Not just one time, but around a total of 6 times representives from this company gave us completely incorrect information. Then when they finally mailed off our check of funds they owed us back, they sent the check with an address that was missing a state, city and zip code. After waiting a full month and still not receiving the check and calling to inquire why, they told me it would take another 2-3 weeks to even re mail the check out to the corrected address. The incompetence has been extremely frustrating.

  Business Response

  Date: 01/16/2024

  Good afternoon BBB,

  Please see the attached draft response.
  

  Thank you

• Initial Complaint

  Date:12/11/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  CMG mortgage suspended my ability to make online mortgage payments citing a policy that prohibits a customer to make online payments after having 3 returned payments over the life of the loan. When I contacted customer service about this, as I did not receive any written communication that this was a policy upon agreement, I was told I had to make a full years worth of payments by certified check or money order for a whole year. CMG has not been postpone my payments according to the date they were postmarked, and caused a credit report of 30 days late on my credit when the payments were submitted before being 30 days late. I have receipts from the post office to prove when these were mailed. I am also contesting this online payment suspension policy, which was not disclosed to me in any way before they suspended it.

  Business Response

  Date: 12/21/2023

  Good afternoon BBB,

  Please see the attached draft response and supporting documentation in reference to this matter.

   

  Thank you

  Customer Answer

  Date: 12/21/2023

   
  Complaint: 20984341
  
  I am rejecting this response because:
  I never received mail regarding these policies, or the suspension of online payments, as the response letter stated. I contacted customer service myself when unable to make an online payment and was advised of the 3 returned payment policy, which was never disclosed to me. 
  I requested to make payment through a wire transfer online but was told it wasnt an option. Being penalized for having to mail payments for an entire year, and having a negative report on my credit due to a post office delivery delay is unjust and unfair. There are dates on both the cashiers checks, as well as the **** stamp on the envelopes. When someone makes an online payment, the date of payment is reported - so why not report the date that the payment was sent by mail as well? Again, this is unfair and not under the consumers control if the post office delays delivery or loses the envelope. It puts me at a potential loss and no liability on CMG. 
  please see the attached images proving that the payments were sent prior to being 30 days late. 
  I am asking to have the late payment removed from mine and my mother in laws credit, and for the reinstatement of online payment abilities, to avoid this on the future. 
  in the meantime, I will be looking at legal advice, but would rather settle this outside of the legal environment. 
  Sincerely,
  
  *************************

  Business Response

  Date: 12/28/2023

  Good morning BBB,

  Please see the attached draft response and supporting documentation in reference to this matter.

  Thank you

  Customer Answer

  Date: 01/02/2024

   
  Complaint: 20984341
  
  I am rejecting this response because:
  I did not receive documentation or was contacted by CMG to discuss this matter. My request of discontinuation of requiring me to mail payments has not been addressed, nor the policies regarding suspension of online payment abilities were shown. 
  I am not questioning being dropped from the budget payment plan, or contesting the returned payments. I am simply asking to see where such returned payment policies have been disclosed to me prior to the suspension of online payment abilities.

  I am requesting the reinstatement of online payment abilities at this time. Please respond accordingly.

  Sincerely,
  
  *************************

• Initial Complaint

  Date:12/09/2023

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The assumption department said they would have documents for ** to sign by December 8th. They do not have those documents.

  Business Response

  Date: 12/29/2023

  Good afternoon BBB,

  Please see the attached draft response and supporting documentation in reference to this matter.

   

  Thank you

• Initial Complaint

  Date:12/06/2023

  Type:Order Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In January 2023, I received a lawsuit notice filed by the ************************ regarding the property I closed on in April 2022. The lawsuit indicated a tax delinquency associated with the property that I purchased using CMG loan. However, the paperwork did not specify the year in question. I contacted the ************************ to inquire, and they informed me that it was for the year 2021. I explained that I only became the owner in April 2022, and the ************************ said they would drop the case, and that a payment was made on December 16, 2022.During the same period, I reached out to (CMG Loan Officer), who confirmed that all taxes were paid, and the property had no delinquencies.In November 2023, I received a notice from *****************************, Harris County District Clerk, stating an amount due for tax delinquency totaling $608. I contacted the district clerk's office for more information, and they confirmed that the case was dismissed. The referenced amount was for court fees and had to be paid to avoid further escalation.On November 16, 2023, I spoke with Shenekua at the ************************, who confirmed that all taxes for 2021 and 2022 were paid, and the case was dropped. However, the paid amount was $6,258, made through a company called CoreLogic. I inquired about court and attorney fees and was directed to contact the lawyer handling the case for further inquiries.Upon contacting the attorney's office, I obtained the case number (*********) and was informed that, despite the dismissal, I was still obligated to pay $608. I was redirected to the paralegal, **********************I then reached out to CMG Financial to determine if the payment was made through my loan budget. I received confirmation that a payment of $5,092.16 was made through a third-party vendor, CoreLogic, to cover taxes for the property in 2021 and 2022.

  Business Response

  Date: 12/14/2023

  Good morning BBB and ***************************,

  Please see the attached response from CMG Compliance Manager ***************************** in reference to the Better Business Bureau Complaint Id #******** received in our offices on December 6, 2023.  Further it is important to note ***************************** has been in contact with *************************** via telephone and email correspondence regarding this important matter.  Again the details to this BBB Complaint are confidential and contain personal financial information.  *************************** will receive via his email of record a separate written response along with supporting documentation regarding this matter today.  

  CMG Mortgage ***** dba CMG Home Loans greatly appreciates the opportunity to respond to this matter.

  Thank you.

  ***********************

  Sr. Compliance Specialist

  CMG Financial

   

   

  Business Response

  Date: 12/14/2023

  Please see the attached.

  Customer Answer

  Date: 12/14/2023

   
  Complaint: 20969487
  
  I am rejecting this response because:

  
  I remain concerned as, despite assurances from CMG, no tangible actions have been taken to address the issues outlined earlier. Therefore, I insist that this complaint remains active until all aspects are appropriately addressed, before or by December 31, 2023. The following actions are expected:
  
  Immediate Implementation of Resolution:
  I request swift and effective measures to address the issues highlighted in my previous communications.
  
  Refund of Discrepant Amounts:
  A full refund is expected for all amounts withdrawn from the time of the initial discrepancy up to the present date.
  
  Adjustment of Escrow Account:
  The escrow account should undergo a comprehensive revision, ensuring monthly payments do not exceed the property's annual requirements.
  
  Reinstatement of Original Monthly Payments:
  I insist on the reinstatement of monthly payments to the pre-error amounts, returning to the financial terms in place before this issue occurred.
  
  Compensation for Stress, Reputational Damage, and Damage Control:
  In addition to the inconvenience caused, I request compensation for the stress and reputational damage. Furthermore, it has come to my attention that my name is listed as a defendant evading taxes in public court records. This misrepresentation requires significant efforts to rectify and clean up, despite my lack of involvement in the matter.
  
  Once all the above points are satisfactorily addressed, we can consider the resolution of this case.

  
  Sincerely,
  
  ***************************

  Business Response

  Date: 12/22/2023

  Good afternoon BBB and ***************************,

  Please see the attached response in reference to the rejection notice for Complaint ID #********.  CMG appreciates you bringing this important matter to our attention and appreciates the opportunity to respond.

   

  Thank you.

  ***********************

  Sr. Compliance Specialist

  CMG Financial

  Customer Answer

  Date: 12/23/2023

   
  Complaint: 20969487
  
  I am rejecting this response because no resolutions were presented regarding the situation.

  I expect this case to remain active until all requested tasks are fulfilled.
  

   

  Sincerely,

  
  ***************************

  Business Response

  Date: 01/04/2024

  Good afternoon.  ****************** has been provided resolutions and his escrow account has been balanced and escrow surplus has been mailed to him at his address of record.  His monthly mortgage payment has been adjusted and a new statement has been sent to him with his new payment effective as of 1/1/24.  CMG considers this matter is resolved.

  Customer Answer

  Date: 01/04/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:12/06/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I followed instructions from an agent (early Sep 2023) on the CMG mortgage phone number provided on my monthly payment invoice. The agent followed me through the process to enroll for automatic bi-monthly payments. I followed her directions and sent in the paperwork to start the automation payments, which require me submitted two mortgage payments as they say I'm required to be one month ahead of payments for the process to start. Come to today, I called in as the mortgage payment was not pulled from my account. The escalations department indicated that the original rep I spoke with did not 'press a button' to start the process. CMG is gaining the additional interest from my payments because of an error on their side and the said there is no way to make it right. I would like the interest that I paid for [Oct, Nov, Dec, Jan] to be paid towards principal as it would have been had they not made the error - Given I would have been making bi-monthly payments. CMG is financially benefitting from their error, while I am paying to support it.

  Business Response

  Date: 12/19/2023

  Good afternoon BBB,

  Please see the attached draft response and supporting documentation in reference to this matter.

   

  Thank you

  Customer Answer

  Date: 12/21/2023

   
  Complaint: 20968656
  
  I am rejecting this response because: The business notes the new payment structure began in December and all prior interest was paid as indicated under prior agreements. The new payment structure should have been instated in October. It was not because an employee admitted to me that an employee of the business missed a step in the process to turn on my automatic bi-monthly payments. That means because of the business' error, I missed out on bi-monthly payments in October and November. As a result, two months of payments were made under the old agreement wherein I paid more interest. (under the new agreement, bi-monthly payments, I pay more principle). I am just looking to be made whole. The business made an error, as admitted by an escalations agent, and due to that error, the business benefitted. 
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:11/30/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have two loans with CMG Financial. After three years of being enrolled in autopay CMG unenrolled me from auto payment resulting in a missed mortgage payment and a fine of $100.37. **************** informed me that "the system" removed me from autopay even though the account I use for payment has been in use for 3 years. I was also informed by customer service that even though I successfully re-enrolled in autopay in on Nov 22 I was subsequently unenrolled again. When I log into the dashboard it states that I am currently enrolled.**************** stated that I can fill out paperwork and email it back to them to reinstate the autopayment, which I will do. I feel that the $100.37 fee is unjust given that the consumer portal showed that I was still enrolled in autopay despite the system removing an account that has functioned for 3 years without issue. I explained this to customer service and they repeated a line about understanding the frustration but offered no resolution.

  Business Response

  Date: 12/13/2023

  Good afternoon BBB,

  Please see the attached draft response and supporting documentation in reference to this matter.

   

  Thank you

  Customer Answer

  Date: 12/18/2023

   
  Complaint: 20940914
  
  I am rejecting this response because:

  The response from CMG states that I made a change to the account funding my ********************** payment. I have attached a statement that shows that the account in questions has been used for two years. I have actually used this account for more than two years but this is as far back as I can get a report from my bank. 

  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:11/29/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased my home in August 2021 using CMG as my mortgage company. From the beginning, I have had problems and the problem still plague me to this day. The mortgage broker was so lazy and incompetent, his action's resulted in my APR suffering. I would send him all the required documentation and there was always an issue. In July I had made an inquiry about a loan modification. Before I started the process I asked if my APR was going to be change. I was assured that APR would not change. After sending CMG the required documentation, I asked about the APR. I was told the APR WOULD change to current market rates. I advise CMG I DIDNT want to continue with the loan modification. Since I declined the loan modification CMG has been uncooperative in finding a solution. Since I have been in my house CMG has always said my ESCRO is in the negative. How is that possible? To top it all off, today CMG came to my house and scared my elderly parents when they took pictures of my property and give documents for Mortgage Assistance Application. I called CMG today and they told me my of my mortgage current. Every time I call its always a different person, no one can tell me the same thing and its never their fault.

  Business Response

  Date: 12/11/2023

  Please see our attached response.

   

  Thanks,

  **